CXone Mpower AppLink

AppLink is a solution that lets you take advantage of CXone Mpower business applications while still using NICE Engage recording connected to any ACD. Use AppLink to import users, media, metadata, and business data from Engage to CXone Mpower.

AppLink is not applicable to Engage QM Integrated solutions.

AppLink is not intended for compliance solutions. There is a possibility that less than 1% of calls may not be imported into CXone Mpower.

These guidelines are relevant to AppLink users only.

Supported Engage Architectures

AppLink supports these Engage architectures for on-prem and cloud deployments:

  • Engage standalone

  • Engage for Multiple Data Center (MDC) environments

  • Engage with SQL Always On support

  • Engage for multi-tenant environments (AppLink does not support multiple Engage systems that are connected to a single CXone Mpower tenant.)

Importing Users

  • Creating agents or updating existing agent information, such as name or email, must be done in Engage, not in CXone Mpower.

  • Deleting or deactivating an agent must be done both in Engage and CXone Mpower.

  • The email address used in NICE Engage must be unique for all active and inactive agents. If a user is created with an email address that already exists in NICE Engage, this will cause the user to be unable to sync into CXone Mpower.

  • AppLink only imports users from Engage who are defined as agents. All other types of users, such as business users and administrators, must be defined directly in the CXone Mpower User Hub. They are not extracted from Engage unless they also have an agent profile. See Employees.

  • All agents imported from Engage must have an email address listed in Engage. Agents without an email address are not created in CXone Mpower and their calls are not imported.

  • Users in Engage who are defined with multiple agents are imported into CXone Mpower as a single agent.

  • You can upload teams using the Bulk Employee Upload tool. They are not automatically synchronized with CXone Mpower.

  • Interactions uploaded from Engage for basic call recording aren't associated with agents listed in CXone Mpower.

  • Interactions with unmapped users from Engage aren't associated with agents listed in CXone Mpower.

  • Only interactions that contain agent information are imported into CXone Mpower.

Importing Business Data

  • AppLink can import up to 50 business data fields (35 fields with text values, 10 fields with number values, and 5 fields with Boolean values).

  • After the initial import process, any additional business data fields that are created must be entered manually in both Engage and CXone Mpower. Once the fields are created in both systems, you can import the new or updated business data from Engage to CXone Mpower via the DEF Server.

Importing Recordings

AppLink only imports calls that were recorded in Engage after AppLink was configured. If you want to import calls that were recorded up to 7 days before the installation, you must inform your Account Representative or DEF Professional Services immediately after the AppLink installation. The support team can import calls from Engage that were recorded up to 7 days before your request. For example, if you make the request 2 days after the AppLink installation, they can import calls recorded up to 5 days before the installation.

AppLink does not import calls if:

  • Calls are not successfully archived

  • Calls do not have any valid audio packets for playback

  • Calls are of a very short duration (2 seconds or less)

  • Calls are invalid

  • Calls contain exceptions or errors, even if they were partially recorded

Playing Imported Recordings

When playing back imported recordings in CXone Mpower, the CXone Mpower player does not display pause and resume indications for the recording.

Applications

  • Real- time capabilities, such as Real-Time Monitoring and Real-Time Authentication, are not supported in CXone Mpower for AppLink users.

  • Comments, annotations and categorizations created in Engage are not imported into CXone Mpower.

  • CXone Mpower Role-Based Access Control (RBAC) by skill is not supported in CXone Mpower for AppLink users.

  • A Quality Plan by skill cannot be generated in CXone Mpower for AppLink users. You can create a Quality Plan according to a business data field if the skill is populated into that field.

  • You can search for and play back imported recordings in the Interactions application. See Interactions: Search and Playback.

FAQS

If you want to add a new business data field after the AppLink deployment, you must configure the field manually in both Engage and CXone Mpower with the same field name and type. See Business Data.

These are the business data guidelines:

  • Up to a total of 50 business data fields

  • 35 fields with text values, 10 fields with number values, and 5 fields with Boolean values

  • Alphanumeric values are acceptable only in text fields

  • The length limits are:

    • For a display name field: 128 characters

    • For a name field: 38 characters

    • For a string value: between 1 and 4,000 characters

  • Numerical values must be integers and 4 bytes

Any user that is not defined as an agent in Engage must be configured manually in the CXone Mpower Admin application with the relevant role and permissions. See Employees.

Yes. Since Engage continues to record calls from the switch, agents must be maintained in Engage and CXone Mpower. Agents should be created, edited, and deleted in Engage and synchronized with CXone Mpower.

AppLink only imports calls that were recorded in Engage after AppLink was configured. If you want to import calls that were recorded up to 7 days before the installation, you must inform your Account Representative or DEF Professional Services immediately after the AppLink installation. The support team can import calls from Engage that were recorded up to 7 days before your request. For example, if you make the request 2 days after the AppLink installation, they can import calls recorded up to 5 days before the installation.

Yes. You can adjust the archiving rules and retention (called Life Cycle Management policies in CXone Mpower) in each environment as required.

No. The metadata and media are both imported to CXone Mpower for Quality Management and Interaction Analytics.

Yes. AppLink uploads data for both segments and complete calls.

The DEF Server does not currently handle post call business data updates.

AppLink supports Engage Release 6.7 and higher, and Engage 7.x versions.

Views, Teams, and Roles and Permissions can be configured for users after they are imported with AppLink.

Yes, you can send out multiple authentication emails in the Bulk Upload Portal. See Bulk Upload Records.